Job Purpose

This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements. The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Key Responsibilities

Strategic Planning & Operations Management

• Delegate tasks to technicians based on SLA, technician availability and skill level.
• Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue.
• Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans.
• Provide support for new Lambda releases and deployments.
• Understand the service-cost relationship and drive continuous service improvements.
• Provide r...